Customer-Obsessed Service Delivery Lead, HPC & Cloud

Troopr Ltd; United Kingdom; On-site; GBP 70,000 - 100,000; Full time

Job summary

Microsoft in the United Kingdom is seeking a customer-obsessed Service Delivery Manager to orchestrate delivery resources across Microsoft and partner teams, ensuring end-to-end managed experiences and outstanding customer service.

This role supports the Azure Customer Experience Teams, focusing on operationalising service delivery, incident ownership, and continuous improvement while working across One Microsoft to deliver value and quality in customer engagements.

Qualifications

• Extensive experience in client/customer facing role.
• Demonstrable, relevant Cloud systems experience.
• Extensive experience running operations and/or Managed Services.
• Knowledge of Microsoft technologies and solid overview of the Microsoft cloud services.
• Project Management/Prosci Change Management/ ITIL certification is a plus.
• Understanding DevOps, Site Reliability Engineering, Continuous Improvement is a plus.
• Ability to meet Microsoft, customer and/or government security screening requirements.

Responsibilities

• Coordinate with delivery organizations to maintain high performance levels for service-related processes and continuous improvement.
• Take ownership of the most critical incidents, coordinating with resolution parties, and establishing effective communication between stakeholders.
• Assume ownership of and resolve escalations, providing clear summaries and recommendations.
• Participate in regular service review meetings, representing Azure Customer Experience Teams at customer meetings and providing accurate and regular reports on performance of service delivery.
• Define the best operating model along with OKRs, KPIs and RACIs for ensuring the best customer experience utilising different teams within Microsoft.
• Build strong relationships with the broader Microsoft teams and stakeholders.
• Drive a culture of customer obsession, delivery excellence, value creation, quality, collaboration, and teamwork in One Microsoft spirit.

Skills

Customer facing

Cloud systems

Operations management

Managed services

Stakeholder influence

Service delivery

Time management

Project management

Incident management

Microsoft cloud

PM/Change/ITIL

DevOps / SRE / CI

Security screening

Supercomputing / HPC

Job description

Microsoft in the United Kingdom is seeking a customer-obsessed Service Delivery Manager to orchestrate delivery resources across Microsoft and partner teams, ensuring end-to-end managed experiences and outstanding customer service.

This role supports the Azure Customer Experience Teams, focusing on operationalising service delivery, incident ownership, and continuous improvement while working across One Microsoft to deliver value and quality in customer engagements.